I was ****med from my bank account

I received an SMS from Capitec on the 27th Tuesday morning that shows me that a payment of R899 was made from my bank account without my knowledge to a reference which is Google. I quickly called Capitec that very same morning so that they can help me out but instead they are not really helpful. The lady over the phone told me they will investigate further but it will cost me money and I have to pay them for that whereas I was ****med but they still expect me to pay. I am still stranded even now because I was ****med on my bank and I still need my money. Capitec is not being helpful and I'm disappointed for being a loyal customer to them but they are not being loyal back to me. I need help immediately I've been waiting for them to trace my money back and reverse it but they are quiet.